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Description

Customer Care Technology Lead, Remote, USA

MoneyGram International, Inc. is revolutionizing the world of digital peer-to-peer payments! With a purpose-driven strategy and a strong culture of fintech innovation, MoneyGram has connected over 150 million people in the last five years. The Company's modern, mobile, and API-driven platform and collaborations with top brands make it easy for consumers to access its direct-to-consumer digital channel, global retail network, and embedded finance business for enterprise customers. MoneyGram is also a leader in pioneering cross-border payment innovation and blockchain-enabled settlement.

Join the movement of money with MoneyGram!

The Customer Care Technology Lead will serve a key role in the development, support, and optimization of technology processes supporting the MoneyGram Global Customer Care Organization, including User Management, Data Sharing, Technical Support, and System Testing. The Customer Care Technology Lead will take an active role in daily operations and offer essential support in delivering innovation and continuing improvement goals. The position resides within the Global Customer Care team within the MoneyGram organization and has extensive interaction within cross-functional teams to promote and educate new updated product features.

Role Responsibilities

  • Reviews, grants, and maintains system user access and oversees rights management requests and records.
  • Facilitates and validates accuracy of weekly roster updates from key sites and vendors.
  • Assists in quarterly system user rights management audits for internal and external groups.
  • Acts as a primary technical support and escalation point for ServiceNow tickets for contact center systems, applications, and users.
  • Creates, tracks, and facilitates vendor support tickets as required.
  • Reviews financial and logistical impact for rights management access requests as needed.
  • Assists in impact analysis and testing for system updates and releases.
  • Assists in User Acceptance Testing for technical product implementations.
  • Creates technical process documentation for internal and external teams.
  • Serves as a subject matter expert for technical systems guidance as needed.
  • Performs other duties as assigned.

Qualifications

Role Requirements

Any combination of relevant education and experience and/or related professional designations/certifications in this field is highly desirable.

Education

  • Minimum Required: BA/BS or equivalent work experience.

Experience

  • 4+ years of professional experience
  • 4+ years of direct call center and/or contact center technology.
  • 2+ years of experience in customer support forums, ticketing systems, and knowledge repository
  • 2+ years of technical rights management expertise

Essential Skills

  • NICE CXOne or equivalent system experience highly desirable
  • Advanced Microsoft Excel: formulas, filters, pivot tables, imports/exports of data from multiple sources is preferred.
  • Skilled in Word, Access, and PowerPoint
  • TCP/IP networking knowledge and VoIP technology exposure preferred.
  • Excellent verbal, and written communication skills
  • Advanced skills in analysis and problem solving with remarkably high attention to detail.
  • Project management experience preferred.
  • Purposeful and thrives on challenge.
  • Strong organizational and time-management skills
  • Ability to manage multiple tasks, priorities, and deadlines effectively.
  • Ability to work as an individual or on a team – initiative-taking, solution-oriented with ability to work independently under minimal supervision.
  • Initiative-taker with ability to learn quickly and operate in a fast-paced environment.
  • Data-driven with ability to make well-founded judgments.
  • Ability to quote Ted Lasso, speak in puns, and randomly burst into song welcomed.

A global fintech enabling consumers and businesses to move and manage money in nearly every country around the world. Join the movement!

Through its expansive set of fintech offerings, MoneyGram provides millions of consumers annually the ability to seamlessly send money home to family and friends and buy, sell, and hold cryptocurrencies on its industry-leading app.

The Company's innovative cross-border platform enables its customers to send funds directly into bank accounts and mobile wallets or cash-in and cash-out more than 135 currencies and numerous cryptocurrencies through one of the largest cash distribution networks in the world.

Modern, mobile, and API-driven, MoneyGram's white-labeled remittance service also provides some of the world's top brands and organizations the ability to disburse funds directly to their consumer clients.

Salary

Anticipated Base Performance Pay: $65,700-$85,000 (Bonus Target available for this role)

Benefits

You will receive benefits beginning day one of employment, benefits may vary per location-region.

  • Customizable health plan-PPO/High Deductible Plan with Employer HSA Contribution
  • 20 Days of Accrued PTO
  • 13 Paid Holidays
  • 2 Community Service Days
  • 401k with Employer Match
  • Parental Leave
  • Employee Assistance Program
  • Tuition Reimbursement
  • Money Transfer Reimbursement
  • Pet Insurance options

For a full list of benefits visit: careers.moneygram.com/our-culture

The salary/pay rate listed is a good faith determination that may be offered to a successful applicant for this position at the time of this job advertisement based on company hiring process and budget for this role and may be modified in the future. Actual compensation may vary from posting based on geographic location, work experience, education and/or skill level.

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Confirmed 6 hours ago. Posted a day ago.

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